Customer Management
Member or Customer Management is one of the important features of Spotlight application that is used by the Bank and Credit Union employees. Here is a description of the capabilities that are available in this context:
- Create customer roles
- Add permissions to the roles
- Lock / Unlock online banking profiles
- Search for and view customers
- Update customer details
- Assist customers with impersonation
- Onboarding customers
Setting up customer/digital profile in the Spotlight application
While setting up the Spotlight application for the first time within a bank or credit union, it needs to be integrated with a third-party Identity Manager where the existing digital banking credentials are stored. The user identities are not created or stored in the Spotlight application. The credentials are not transferred to the Spotlight application's database. The digital banking applications do not use the Spotlight application for customer identity authentication.
The database of Spotlight application has a list of all the customers or members of the bank, both old and new along with the enrollment status. When a customer enrolls for digital banking from any of these channels, the enrollment status is updated in the database, but the credentials are created and stored in the identity manager. The following should be handled by the identity manager and not taken care by the Spotlight application:
- Storing customer usernames and passwords.
- Username and password credential rules or policies.
- Rules that prompt the user to update the password, and similar life-cycle stage management.
- User profile updates and audit log of those updates.
- Any multi-factor authentication and related rules.
In case a customer enters incorrect credentials several times on digital banking apps, their account is locked. This basically implies they will not be allowed to log on until their account is unlocked. Customers can additionally request the Bank / CU to lock their accounts to prevent a potential fraud. The Spotlight application has the capability to lock a customer’s profile without requiring the login credentials of the customer; it simply places this request with the identity manager and prevents any log-in for this profile until unlocked.
Customer Roles and Permissions
All customers or members of the bank or credit union have varied level of privileges depending on the products and accounts owned with the bank, their net worth, and other parameters. The roles and permissions capability of the Spotlight application helps in implementing this differentiated experience in the digital banking applications.
The existing roles of the Bank / CU must be identified and created in the Spotlight application at the time of set up and appropriate permissions must be assigned. For more information on roles and permissions, see Customer Roles.
The following features are explained in Customer Management section:
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